Commercial Lines - Client Service Representative (CSR)

Compensation: $40,000 – $60,000 base + Team Performance Bonus

Location: Remote (U.S.)

License: Property & Casualty preferred (Low-level license acceptable)

Company Description

COVU is an innovative technology-focused company that’s disrupting the insurance industry. By delivering a great customer experience through a blend of technology, real-time service, and sales support, COVU ensures that agencies thrive and remain competitive in the evolving landscape. The agency's approach leads to higher retention, increased cross-sales, and greater profitability for its owner(s), while enabling producers to focus on selling to higher-value customers. We value:

Entrepreneurship (Ownership):

• We foster a culture of ownership and initiative, encouraging our team to lead with an entrepreneurial spirit.

Beyond Expectation (Surprise & Delight):

• We aim to consistently exceed expectations, creating memorable experiences that surprise and delight our clients and partners.

Urgency (Speed, Learn, Adapt):

• We operate with a sense of urgency, embracing speed, continuous learning, and adaptability as we navigate the dynamic landscape of risk and insurance.

Trust (Reliability):

• At the heart of COVU is trust. We are committed to building and maintaining trust through reliability in all our interactions and solutions.

Role Overview

As the operational backbone of the servicing team, the Commercial Lines CSR supports account executives and managers by owning the day-to-day tactical execution for commercial insurance clients. This role is responsible for ensuring timely policy processing, maintaining accurate documentation, and facilitating clear communication to drive client satisfaction and maintain seamless operational flow.

Key Responsibilities

• Policy Servicing: Process endorsements, audits, rating submissions, and policy changes accurately and within deadlines.
• Client Support: Serve as the first point of contact for inbound client calls, addressing basic coverage or policy questions and routing complex queries to the Account Manager or Account Executive.
• AMS Operations: Work daily in Agency Management Systems (AMS) to access policy details, update records, and maintain data accuracy.
• Task Management: Track, follow up, and close out service tickets using workflow tools and AMS task queues.
• Communication: Manage customer interactions with professionalism — over phone, email, and internal notes.
• Team Collaboration: Partner with Account Managers and Account Executives to maintain high retention and customer satisfaction.
• International Team Coordination: Lead offshore teammates in processing tasks, checking outputs, and maintaining quality control.
• Continuous Improvement: Identify repetitive or automatable tasks that could be delegated or optimized through technology or AI.

Experience & Skills

• 3+ years in insurance or contact center experience — must demonstrate independence and self-management in remote work.
• Familiarity with multiple AMS platforms (Epic, AMS360, HawkSoft, EZLynx, etc.)
• Licensed in Property & Casualty.
• Strong multitasking ability, attention to detail, and follow-through discipline.
• Confident handling high-volume inbound calls without micromanagement.
• Excellent written and verbal communication skills; clear English proficiency.
• Exposure to national accounts or multi-state servicing is a plus.